Emergent Labs
Technology
Manager-TechnicalAccountManagement
Neural analysis suggests this role is
optimal for Manager candidates.
“Manager - Technical Account Management at Emergent Labs. Skills: Technical Account Management, Customer Success, Team Management. Lead TAM & KAM team. Mentor TAM & KAM team”
Industry & Context.
Analytical abilities
What They're Looking For.
Must Have
8+ years experience, 2+ years people management, Manage strategic customers, Executive stakeholders experience, Fast-paced environment experience, Understand APIs, Understand integrations, Understand databases, Understand web applications, Understand cloud architectures, Troubleshoot technical issues, Translate technical concepts
Nice to Have
SaaS experience, AI experience, Developer platforms experience, Enterprise software experience, Python familiarity, SQL familiarity, REST APIs familiarity, Webhooks familiarity, Modern application architectures familiarity, Support global customers, Build customer success processes
What You'll Do.
Mentor TAM & KAM team
Develop TAM & KAM team
Establish performance standards
Establish operating rhythms
Establish best practices
Conduct career development
Conduct performance reviews
Serve as escalation point
Build trusted relationships
Drive customer onboarding
Drive customer adoption
Drive customer retention
Drive customer expansion
Drive customer satisfaction
Advise customers on optimization
Guide customers through integrations
Guide customers through deployments
Guide customers through migrations
Guide customers through scale challenges
Lead discussions on APIs
Lead discussions on workflows
Lead discussions on integrations
Lead discussions on automation
Lead discussions on platform architecture
Partner with Engineering
Resolve customer challenges
Improve platform reliability
Drive proactive account reviews
Drive risk mitigation plans
Create engagement models
Create operational processes
Define customer success metrics
Define adoption metrics
Identify efficiency improvements
Identify scale opportunities
Drive continuous improvement
How You'll Work.
Team & Collaboration
Product teams; Engineering teams; Go-To-Market teams
Communication Scope
Verbal communication; Written communication
Full Job Description
About Emergent At Emergent, we're building AI-native products that help businesses automate customer interactions, operations, sales, and support through intelligent AI employees. We're looking for a Manager, Technical Account Management (Customer Success Engineering) to lead a team of Technical Account Managers (TAMs) and KAMs (Key Account Managers) responsible for driving customer success, adoption, retention, and technical excellence across our strategic customer base. This role combines customer leadership, technical consulting, team management, and operational excellence. You'll work closely with Product, Engineering, and Go-To-Market teams to ensure our customers realize maximum value from the Emergent platform. What You'll Do Lead and Scale the TAM & KAM Team Lead, mentor, and develop a team of Technical Account Managers and Key Account Managers Establish performance standards, operating rhythms, and best practices for customer engagement. Conduct regular coaching, career development, and performance reviews. Serve as the escalation point for complex customer and technical issues. Drive Strategic Customer Success Own the success of Emergent's strategic customers and power users of emergent. Build trusted relationships with executive, business, and technical stakeholders. Drive customer onboarding, adoption, retention, expansion, and overall satisfaction. Act as a strategic advisor helping customers optimize their AI-powered workflows and business outcomes. Deliver Technical Excellence Guide customers through integrations, deployments, migrations, and scale-related challenges. Lead discussions around APIs, workflows, integrations, automation, and platform architecture. Partner closely with Engineering and Product teams to resolve customer challenges and improve platform reliability. Drive proactive account reviews, health checks, and risk mitigation plans. Build Scalable Processes Create playbooks, documentation, customer engagement models, and operational pro
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